Complaints

This profile includes complaints for Eyeconic, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eyeconic, Inc.

  3333 Quality Dr Rancho Cordova, CA 95670-7985

• 

  Eyeconic, Inc.

  10875 International Drive Ste. 200 Rancho Cordova, CA 95670

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/27/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************* ORDER DATE: 03/16/2023 ORDER NUMBER: EYECMO101860024 ISSUE: Lack of customer ********************** skills; unable to obtain accurate and acceptable status of order. No follow-up from Rep. I have called and called and no rep has any information. I will be filling a chargeback next since this scam of companies VSP and Eyeconic who really are a monopoly... The least you can do is ship the order since you scammed my benefits for something I could have just paid cash no insurance same amount!I request a discount for the horrible failed order as this is unacceptable.ORDER NUMBER EYECMO101860024

  Business Response

  Date: 03/29/2023

  Dear ****************:

  Please see the attached response to the complaint placed by ************** versus Eyeconic, Complaint ID: ********.

   

  Regards,

  *****************

  Manager, Eyeconic Operations 

  Customer Answer

  Date: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:03/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  EYECMO101750796 I ordered frames and lenses on 12/25/22 and received a pair of nonfunctional glasses on 1/5/23. I was told to go to my provider and update the *** Ht on the prescription, which I did. I sent the glasses back and finally received a replacement on 2/9/23. I attempted to wear these and thought I just needed to get used to them. But unfortunately, these too were not useable. I called on 3/10/23 and spoke with a CSR named ******* and requested a refund and was told he would investigate and call me back, this he did on 3/17/23. He advised I could not keep the frames, but instead had to return both the frames and lenses, while forfeiting my VSP vision benefits from last year, in order to receive a refund on the amount I had paid. I had wanted to keep the frames and use my benefit from this year to replace the lenses at my providers office. I asked if I could have a revision and was told I could, but I would have to go to my provider once again because my word was not good enough to deem the product useless. In order for me to use the glasses, I have to hold them higher above my nose. All I want is to keep the frames and receive a refund on the amount related to the upgrades on the order. Eyeconic has received payment from my vision insurance. I do not understand why this cannot be done.

  Business Response

  Date: 03/27/2023

  Dear ****************:

   

  Please see the attached response to the complaint submitted by ************ versus Eyeconic, Complaint ID: ********.

   

  Regards,

  *****************

  Manager, Eyeconic Operations

  Customer Answer

  Date: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  I appreciate the businesss willingness to resolve this issue. Thank you, ***********************

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered contacts, same exact ones that I did last year. No problem. They asked for me to send prescription in a few days via email. Ontop of that they have you enter in prescription details during check out. After replying to them same day they canceled half my order. I use insurance benefits so nothing out of pocket. Now they are wanting to have me purchase them and HOPEFULLY I get my money back

  Business Response

  Date: 03/27/2023

  Dear ****************:

  Please see the attached response to the complaint filed with the BBB versus Eyeconic, Complaint ID: ********.

   

  Regards,

  *****************

  Manager, Eyeconic Operations 

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally purchased glasses on 12/30/22 for ******. I purchased frames the the highest package for lenses. I received the glasses on 1/18/23. The lenses were loose in the frame, it was clear they weren't cut correctly. I contacted Eyeconic by email the same day and set up an exchange and mailed back the glasses. I received the second pair on 2/27/23. The glasses still had lenses that moved in the frame. As well as the lenses being incorrect. I've had the same prescription for a decade. All of my glasses are the same size and shape. These lenses are more than double the width. I paid for the thinnest lenses available and clearly did not receive them. I contacted customer ********************** who told me they already replaced my first order so there was nothing they could do. It's absolutely unacceptable. All I would like is to return these glasses and get a refund, to which they refused. And I can not use the glasses they made.

  Business Response

  Date: 03/03/2023

  Dear ****************:

  Please see the attached response to the complaint filed by *********************************** versus Eyeconic, Complaint ID: ********.

   

  Regards,

  *************************

  Manager, Eyeconic Operations

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased reading glasses from this company on 12/27/2021 and the order was shipped 1/7/2022. I have received it sometime in the middle of Jan 2022. The glasses frame failed to hold lenses and I contacted the company about issues with the frame on October 26, 2022, while it was IN 1 YEAR WARRANTY TIMEFRAME, and asked for warranty repair or replacement. But instead, they have just shipped me two replacement nose pieces and never replied. Recently the glasses have become completely unusable, and I have tried to obtain warranty service once again sending the following message: "I have an issue with my prescription glasses. A few months back an earpiece on one side detached from the lens when I was taking them off, just like that. The glasses are rimless, and I was able to just snap it back in place and continue to use it. But it happened again about a month later. I snapped it back again, but it was holding for two weeks second time. Now it does not hold together at all, and I cannot use the glasses. This issue started when the glasses were in warranty period as they were delivered a month or two after the order was placed so I was thinking I'll try to contact you about it before ordering new glasses. Can you repair the glasses under warranty? I think the lenses need to be replaced to re-attach the rimless frame, but I'm not an expert here. Besides this issue the frame is in "like new" condition. Please advise, I hope you can help me with this issue." But the company refused to repair or replace the glasses even though it was clear that the failure happened while it was in warranty period. Interestingly, when I contacted them while the glasses were still in warranty, they simply ignored my message(s), but after the warranty expired, they actually replied saying that I supposed to contact them earlier. Wow, this is scam 101, can't believe it. I'm honestly shocked by the fraudulent practices of this company.

  Business Response

  Date: 03/03/2023

  Dear ****************:

  Please see the attached response to the complaint filed by Mr. ************ vs Eyeconic, Complaint ID ********.

   

  Regards,

  *************************

  Manager, Eyeconic Operations

• Initial Complaint

  Date:02/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered contacts from eyeconic. They charged me $58.96. They couldnt verify my prescription with my doctor, they wouldnt answer, so they canceled the order. Thats fine, I ordered elsewhere with no issues, but its been two weeks and I still have not received a refund, and the company keeps writing me over and over again with generic responses, refusing to help me. I contacted my bank, there are no pending refunds, and I was indeed charged this money by eyeconic. I have proof in the form of my bank statement. I want my money returned to me, the order was cancelled and they promised me a refund.

  Business Response

  Date: 02/14/2023

  Dear ****************:

  Please see the attached response to ************** regarding her complaint versus Eyeconic, Complaint ID: ********.

   

  Regards,

  *************************

  Manager, Eyeconic Operations

• Initial Complaint

  Date:02/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered my eye insurance and was to be charged nothing. Eyeconic then charged my card and when I inquired they said that they billed my insurance ON MY ******************************* charged me and my insurance will be the one to reimburse me. This was done without my permission violating insurance laws. 1. I did not fill out an insurance reimbursement form. 2. Eyeconic billed my insurance without my permission to DIRECTLY REIMBURSE ME without any bill of explanation 3. They claim I did not enter my insurance to verify with my insurance which is false bc they were able to collect my money and bill my insurance 4. I did not give them permission to do this on my behalf. It clearly states that IF I am owed by my insurance, I AM responsible for filling out the claim form This is extremely shady business practices.

  Business Response

  Date: 02/06/2023

  Dear ****************: 

  Please see the attached response to the complaint filed against Eyeconic by ***************

   

  Regards, 

  *************************

  Manager, Eyeconic Operations

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are advertising eyeglasses frames on website which are not available on reality. They charged me for my order but now they don't have the frame in stock which is annoying since they took 10 days to inform me and I am literally without glasses. The customer ********************** is not helpful and this business looks like a fraud to me. They promise me a frame and charged me for it but failed fo deliver it and I don't have my glasses now. I lay the blame on them completely for keeping me in dark and taking so long to inform thay they are out of stock and even charging me for it.I demand a strict action on this business so they don't repeat this fraud with others. They are strictly playing with my vision health and it is not acceptable.

  Business Response

  Date: 02/02/2023

  Please see the attached response to the complaint submitted by *********************** versus Eyeconic, Complaint ID: ********.

   

  Regards,

  *************************

  Manager, Eyeconic Operations

• Initial Complaint

  Date:12/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 12/13/2022, EYECMO101731205. It was delivered 12/23/2022 at 1:01 pm. On 12/26/2022 the left lens popped out of the glasses. On 12/27/2022 I attempted to call Eyeconic but kept getting disconnected. I used the chat option and explained my issue to the ********* chat rep asked me to email ******************************* with the order number i the subject line and attach a picture of the glasses. I did this and attached the picture as a jpeg. This email was sent on 12/27/2022. I did not hear anything so on 12/28/2022 I attempted to chat but it was not available and the phone line again was having issues. I emailed again and this time pasted the picture in the email. I got a response that they couldn't open it and to not paste the picture in the email itself but to attach it. I immediately did so and emailed it as an attachment. I never heard back. 12/29/2022 I submitted an email on the website explaining the issue and my displeasure. I also, again, emailed my issue and attached the picture. Each time I explained that i had the glasses only a few days and they'd already broken. That I was pretty much blind without them and had been trying to resolve the issue for days. On Tue the chat rep indicated it would not be a problem and they would be able to replace them. By Thur it seemed I was never going to get help. I messaged Eyeconic on FB Messenger and on *** I was told my email had been received and they'd respond when it was processed. By 4:30 pm I hadn't heard and had again tried the phone but a message appears on the website that they are experiencing issues. I messaged them on FB Messenger again and let them know I had not heard back and was not happy and customer ********************** was appalling. It's now 12/30/2022 afternoon and I've had the glasses for exactly a week but was only able to wear them for three days before they broke. I've spent more time trying to get help for the broken glasses than I've actually spent wearing them. This is not acceptable.

  Business Response

  Date: 01/09/2023

  Dear ****************:

  Please see the attached response for the complaint filed by ******************** versus Eyeconic, Complaint ID: ********.

   

  Regards,

  *****************

  Manager, Eyeconic Operations

  Customer Answer

  Date: 01/09/2023

  I am rejecting this response because:

  My glasses broke three days after I received them.  I tried numerous times to contact Eyeconic, as provided in the original complaint. Had they told me from the get-go that they'd need to have the broken glasses back before beginning a replacement, I'd have sent them.  I should NOT have to wait until you receive the glasses before you start a replacement due to the fact that you repeatedly dropped the communication ball, and they broke in THREE days.  

   

  Also, attached is your letter from the warranty dept.  It says my warranty expired on 12/13.  That's the same day I ordered the glasses.  Let me get this straight, the warranty expires before you even GET them? I understand that it's probably a mistype or was worded poorly by you, but it needs to be rectified because quite frankly, your business is horrid.  

   

  I want my glasses to start being replaced immediately. Not after receipt.  

  
  

  Business Response

  Date: 01/11/2023

  Dear ****************:

  Please see the attached response to the rejection from ******************** vs Eyeconic, Complaint 1866454

   

  Regards,

  *****************

  Eyeconic Operations Manager

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an order EYECMO101557519 back in June and uploaded my prescription. On the prescription the PD is **** but when validating it eyeconic staff read it as 63 and made the wrong lenses. I didn't find this until late November and after talking to customer ********************** they agreed to do an exchange.Today I get the exchange item and I went to a in-network provider to verify if the lenses match prescription. Unfortunately it didn't match again. The prescription ***** for right eye and ***** while the actual lenses are ***** and *****. I got the measure result from the doctor's ****** but I don't have a doctor's note. Eyeconic refuses to exchange the lenses because I don't want to spend another $100+ to see the doctor. They refuse to let me return the item as well saying that the order has been placed for 6 months even I just got the exchange item today.

  Business Response

  Date: 01/16/2023

  Please see the attached business response: